Set Up the Change of Circumstances Application Flow

After you assign benefits to constituents, a change in their personal, household, or financial circumstances may affect the benefits they’re eligible to receive. For example, a loss of income may entitle a constituent to increased benefits.

To simplify how constituents report a change of circumstances and ensure that you capture the details of the change, set up the change of circumstances guided application flow on your Experience Cloud site. Constituents use the flow to:

• Find and select the changes that they need to report.
• View the details that they previously provided.
• Update personal, household, and financial details.
• Upload supporting documents.
• Confirm and submit their changes.

The flow creates an individual application that captures the details of the change of circumstances. A caseworker reviews the application, determines whether the changes affect benefit or service eligibility, and adjusts benefits or services assigned

The change of circumstances application flow uses Omnistudio and Discovery Framework components. Before you set up the flow, make sure that you’ve set up benefit application intake using Discovery Framework. Then, customize the components in the change of circumstances flow for your benefit programs, and activate them.

Although the change of circumstances flow is designed for benefit management, you can also customize it for other types of applications. For example, a business owner can report a change of address when their establishment moves to a new location, and a public reviewer can review the application to determine whether the owner needs new licenses and permits. .

• Change of Circumstances Flow Prerequisites
  Before you set up the change of circumstances application guided flow in Public Sector (formerly Public Sector Solutions), complete the prerequisites.
• Create an Apex Class to Identify Incomes of Removed Household Members
  When recertifying for a benefit or reporting a change of circumstances, if constituents remove members from their household, the incomes of the removed members must be omitted from the household income. The TransformIncomeRecords Apex class finds and flags the incomes of removed members in the household income details that the applicant previously declared. The UpdateHouseholdIncomeList Integration Procedure calls the Apex class and uses the flags to create a list of incomes of existing members and a list of incomes of removed members. The guided flow shows the two lists to the applicant so that they can review the information.
• Activate the Change of Circumstances Integration Procedures
  Activate the Integration Procedure that the change of circumstances Omniscript uses when an incomplete application is returned to a constituent. Then, activate the Integration Procedures that the change of circumstances flow uses to add, fetch, or update information.
• Activate the Change of Circumstances Flow Omniscripts
  Activate the Omniscripts that constituents use to report a change of circumstances.